Job Summary

The Diamond Services Shift Leader at Check Point Software is a high-precision operational role within the company’s elite “Diamond” support tier. As a “Cybersecurity Air Traffic Controller,” you are responsible for the real-time flow of mission-critical service requests from global enterprise clients. This role requires the “wit” to predict load imbalances before they hit the queue and the “grit” to maintain strict Service Level Agreements (SLAs) while coordinating a “Follow-the-Sun” global handoff.

Job Details

Employer: Check Point Software Technologies (Recognized by Time and Forbes as a top global workplace).
Location: Ottawa, ON (Part of a global support network).
Status: Full-time.
Core Function: Queue management, SLA compliance, and global shift coordination.

Key Responsibilities: The Incident Management Lifecycle

You are the operational glue that ensures Check Point’s most valuable customers receive instantaneous support during cyber emergencies.

SLA Stewardship: Dispatch service requests and handovers with enough lead time to guarantee that Check Point never misses its contractual success rates.
Queue Orchestration: Actively monitor phone, email, and chat channels to identify high-priority escalations and facilitate “warm handovers” between engineers.
Resource Gap Analysis: Maintain awareness of engineer availability (OOO) and proactively reassign tasks to ensure no service gaps occur during your shift.
Global Synchronization: Coordinate with Shift Leaders in other time zones to execute a seamless “Follow-the-Sun” model, ensuring 24/7 coverage.
Operational Reporting: Identify systemic challenges or “bottlenecks” within the group and provide management with data-driven updates to address these gaps.

Candidate Profile & Qualifications

The “Internal Expert”: This is a promotion-track role requiring 1.5 years of prior employment within Check Point.
Technical Wit: A deep understanding of Check Point’s internal dispatching tools and Diamond Service protocols.
Operational Grit: The ability to remain calm and decisive while managing a high-volume queue of sophisticated cybersecurity threats.
Note on Eligibility: The posting mentions US eligibility; however, for the Ottawa office, you must be legally entitled to work in Canada.

Technical Insights: The “Diamond” Standard

In the world of Check Point, “Diamond” represents the highest level of proactive and reactive support for Fortune 500 companies.

The Follow-the-Sun (FTS) Framework: As a Shift Leader, you manage the “Handover Window.” This is the 1–2 hour period where responsibilities shift from, for example, the EMEA (Europe/Middle East) team to the North American (Ottawa) team.
Warm Handovers: Unlike a “Cold Handovers,” a warm handover involves a live briefing between the outgoing and incoming engineers to ensure the technical context of a complex cyber-attack isn’t lost in translation.
SLA vs. SLO: You will manage Service Level Agreements (SLA)—the legal commitment to the customer—and internal Service Level Objectives (SLO), which are the more aggressive targets your team strives for to stay ahead of the curve.

Why Join the Check Point Diamond Team?

Check Point is a perennial leader in the Gartner Magic Quadrant for Network Firewalls and has a culture built on innovation and inclusivity.

Award-Winning Culture: Recognized as a “Top Female-Friendly Company” and one of the “World’s Best Places to Work” for five consecutive years.
Redefining Security: You aren’t just managing tickets; you are supporting the technology that protects global infrastructure from “Gen V” (fifth-generation) cyber-attacks.
Ottawa’s Tech Ecosystem: The Ottawa office is a critical node in Check Point’s global support grid, offering employees exposure to high-level international enterprise environments.
Strategic Growth: Moving into a Shift Leader role is a key step toward management or senior operational leadership within the global Diamond organization.

Job Description

Do you believe that in cybersecurity, time is the most valuable currency? Check Point Software is seeking a Diamond Services Shift Leader in Ottawa. We aren’t looking for a “queue watcher”; we are looking for an operational lead who has the “grit” to manage a global handover during a high-stakes outage and the “wit” to keep their team of engineers motivated and focused. If you have been a part of the Check Point family for over a year and are ready to lead from the front, you belong in this role.

In this role, you are a “Shield Coordinator.” You understand that behind every service request is a customer relying on us to keep their world safe. Your goal is to provide “Excellence in Operational Execution,” ensuring that our SLAs are not just met, but exceeded. We look for “Team-first” professionals who are proactive, innovative, and ready to redefine the security landscape.

Joining the Diamond organization as a Shift Leader means being part of an elite, award-winning global team. We offer a culture of accountability, continuous learning, and the chance to make the world a safer place. If you are a Check Point veteran with a commitment to “SLA Success and Global Collaboration,” we invite you to step up and lead our next shift in Ottawa.

Check Point Software: A Pioneer in Prevention-First Security

Check Point Software Technologies is a global leader in cybersecurity, defined by a culture of innovation, high-stakes problem solving, and “prevention-first” architecture. Their mission is to “Secure the digital future through trusted innovation,” moving beyond simple detection to proactively blocking threats before they can impact an organization. The internal environment is fast-paced, high-learning, and technically rigorous, often described by employees as a “cybersecurity bootcamp” where deep technical expertise is both a requirement and a primary reward.

In Ottawa, Check Point has a specialized presence that bridges the city’s tech talent with the critical needs of the public and private sectors:

The Kanata Tech Center: Check Point’s Ottawa operations are primarily located in the Kanata North Technology Park, the heart of Canada’s largest technology cluster. This office serves as a major hub for Technical Support, Advanced Engineering, and Customer Success, providing high-level troubleshooting for complex global deployments.
The “Support Excellence” Culture: The Ottawa office is known within the company for its robust Technical Support Center (TAC). Employees describe the culture here as a “tight-knit, collaborative team environment” where “the learning curve is huge.” It is a preferred destination for early-career security engineers looking to “get hair on their chest” by tackling some of the most complex network security issues in the industry.
A Trusted Federal Partner: In 2026, Check Point remains a cornerstone of Canada’s national security infrastructure. They are a lead provider for the Government of Canada and various federal agencies, specializing in Zero Trust Architecture and protecting the government’s supply chain from advanced persistent threats (APTs).
The Infinity Platform & AI: The Ottawa team is deeply involved in the rollout of the Infinity Platform, which uses AI-powered engines to prevent 99.8% of malware. In 2026, a major focus for the local team is AI Security, helping Ottawa-based enterprises and government bodies safely adopt generative AI while preventing data leakage and “risky prompts.”
Global Associates Program: Check Point frequently uses its Ottawa location to host the Global Associates Program, an 18-month rotation for aspiring cybersecurity professionals. This highlights the office’s role as a mentorship and training hub within the global organization.

Working at or with Check Point in Ottawa means engaging with a “prevention, not detection” mindset. Whether it’s a technical account manager helping a local firm optimize their hybrid mesh firewall or an intern learning the nuances of VPN and endpoint security, the experience is defined by a relentless commitment to “securing everything that’s connected.”

To apply for this job please visit www.checkpoint.com.